DRIVING ECOMMERCE SUCCESS WITH A CUSTOMER FIRST APPROACH & CUTTING-EDGE AI SOLUTIONS
DRIVING ECOMMERCE SUCCESS WITH A CUSTOMER FIRST APPROACH & CUTTING-EDGE AI SOLUTIONS
Omni Channel Trends
What are Clients looking for?
OMNICHANNEL TRENDS
EMERGING OMNICHANNEL TRENDS
Multilingual and Global Support Preference for vendors that offer multiple language support and global location advantage. Artificial intelligence capabilities Solutions which integrate AI to improve accuracy/ efficiency. Data Driven Insights Help improve customer service, identify customer pain points. Social Media Support Handle customer complaints through social media.
Metaverse Companies with Augmented Reality ready capabilities will capture wallet share. In 2023 , t he market is expected to grow to $82 Billion growing @ CAGR of 47%. Social commerce AI will play a pivotal role in customer purchase decisions. Forecasts suggest that Social Commerce Sales Value will reach ~$2.9 Trillion by 2026.
Mobile First Clients prefer outsourcing partners who can optimize customer service for mobile channels. 6.92 billion people have smart phones ( 82% of World Population ) with 50% of ecommerce sales on smart phones. Domain Expertise Clients prefer partners with customer service domain expertise such as clothing, sportswear, gadgets, health, F&B, etc.
and what your customers want most company does best Know what your
2022 $992B
2023 $1,298B
2024 $1,698B
2025 $2,221B
2026 $2,900B
Click to read more about Metaverse Amit Luthra, COO - TP India
Brand Building
T ime just flies and it seems like yesterday when I joined Teleperformance. It has been a fantastic 12 months of leading the Ecommerce / Retail vertical for Teleperformance India. In 2023, our strategy has been twofold: • Grow existing programs with a clearly defined account management strategy to deliver operational excellence and provide value adds to our esteemed clients. • Increase our India footprint by participating in global RFPs and provide tailor made solutions to our prospective clients.
What’s working? LinkedIn Ecommerce Campaign TP Talks Collaborate with Clients and share perspectives on current trends and challenges.
Social Media Campaign Insights
our Business Development team based in US and CA. The campaign resonated with clients and Teleperformance participated and won a major leisure- wear ecommerce brand based in CA. In August’23, Teleperformance participated in the Economic Times Retail summit in Bangalore. Over 200+ clients visited the kiosk as we presented solutions on customer service, tele- sales, back-office processes and more. One of the successful outcomes was Teleperformance becoming an ecommerce strategic partner to a 150-year-oldbrand.ThehouseholdIndian brand is launching their ecommerce website with Teleperformance providing end-to-end solution on customer service, sales, and social media support. As the SME for the ecommerce vertical, I am fortunate to have a large team of able and experienced leaders, who understand the business model, customer mindset and are eager to WIN.
This account management strategy has been effective as we added 800+ HC during the year and is a validation of our Customer First approach, with 60% of the growth coming from voice programs focused on customer service. We conducted customer journey mapping for all the major ecommerce programs and insights were presented totheclients,andthiswasacollaborative effort by our Transformation, Quality and Operations teams. We enabled AI solutions and integration of tech tools to create a niche space in the competitive outsourcing market. One such success story is where Teleperformance created a Transformational AI solution for an ecommerce aggregator that helped improve customer experience and reduce overall cost of service. We implemented the India Growth Strategy through targeted social media branding and marketing. The campaign focused on domestic and International markets and generated 11K impressions with over 650 client engagements, landing us two successful projects. An email marketing campaign on ‘India WIN’ was shared by
CAMPAIGN OUTCOME
LINKEDIN VS TWITTER Impressions
SUCCESS STORY
2600
200+ FTEs potential business opportunity via LinkedIn engagement, and currently in commercials finalization stage.
2200
2000 2000
What’s in store?
11K Impressions
735
597
587
352
Ecommerce Project Charter in Partnership with NASSCOM. Collaborate with influencers and industry experts like existing, old & new clients.
Post-1
Post-2
Post-3
Post-4
Linked In Twitter
272
Engagements
650+ Engagements
Businesses Partnerships with CRM providers, shipping solutions, telephony, etc. to cross-promote services.
90
70
64
68
55
53
49
Post-4
Post-3
Post-2
Post-1
Linked In Twitter
ET Retail E-comm Summit 2023
500+ Delegates
Brand visibilty created amongst 500+ delegates from various e-commerce companies.
Next Steps Demand Generation Campaign - Aug’23 Lead closures - Oct’23
100+ One On One
Engaged in one-on-one networking with 100+ key decison makers, founders, CXO’s, etc.
Abhishek Naidu VP Operations - Ecommerce/ Retail Vertical Head, Teleperformance India
15+ Hot Leads
15+ key leads including top companies like KurlOn, Paytm, Mirraw, Hindalco etc.
5 FTEs
160 FTEs
220 FTEs
34 FTEs
45 FTEs
160 FTEs
150 FTEs
Teleperformance India: Ecommerce Growth Journey, Q3 2023
UK’s 2 nd Largest Supermarket Chain
Canadian Multinational Athletic Apparel Retailer 2 nd Oct Go-Live @Smartworks, BLR
Global Technology & Ecommerce Conglomerate 25 th Sep Go-Live @Jaipur
Global On- demand Cloud Computing Corporate 25 th Sep Go-Live @Kolkata
US Delivery Company 2 nd Oct Go-Live @Mohali
US Retail Giant & World’s Largest Company by Revenue Oct Go-Live @Mohali
India’s Leading Unani Medicine Company 2 nd Oct Go-Live @Gurgaon
Client Visit concluded successfull @Gurgaon
10 TELEPERFORMANCE INDIA
11 TELEPERFORMANCE INDIA
Powered by FlippingBook